Purposeful delay on savings payout

I am extremely unhappy with how Bestmed runs its operations. I submitted a payout claim last week after waiting 5 months for them to ensure that no claims are still pending. I was told that all I am required to send is a proof of bank (bank statement) - which I did. I then received an email stating that my request is being dealt with. I continued to call Bestmed contact line throughout the course of this week to check on the status and I was told that all was in order (I should expect my payment with the Friday weekly payment run). Today I received an sms requesting a copy of my ID & again my bank statement in order for the payment to be made only next Friday, after spending a whole week calling in to find out if all was in order. I believe this is unacceptable service. That I am told of outstanding documentation a day before the confirmed payment date. All your consultants give vague and unhelpful responses - I can not accept that all my efforts and patience are returned with such incompetence